Remote Customer Service Representative - Ashburn, United States - One Hour Heating and Air Conditioning

Description

Job Description

Job Description


POSITION SUMMARY:
The Client Care Representative (CCR) ensures that the first interaction a client has with our organization is first rate
in terms of service quality. The CCR provides options for service appointments, sales appointments and is required
to hold call center performance metrics that is required in the organization.

PRIMARY RESPONSIBILITIES
Maintains the scripting required and provided by the franchise system for quality and efficient
interactions with the inbound client base.
Offer appointment windows, ancillary products and services that contribute to achieving the call center
sales quota – daily, weekly, monthly.
At the direction of the Customer Service Manager, engages in outbound calling activities to secure the
appropriate amount of calls required for a successful service operation.
Maintain customer database, ensuring complete, accurate, and updated entry of information.
Participates in ensuring the agreement bases is renewed and scheduled for the technicians.
In cooperation with the Dispatcher or in back‐up role:
Responds to customer inquiries regarding company schedule and requested lead times,
equipment service, and service invoicing, and general inquiries.
Enter service calls, schedules calls, and generates call debriefing with technicians daily.
Follow‐up and schedule preventative maintenance service appointments.
At the request of the Customer Service Manager may be required to perform administrative duties to assist with
the overall efficiency of the operation.
Review completes service work orders for accuracy.
Participate in all company sponsored training classes.
Effectively manage conflict resolution with clients through clear communication, addressing all concerns,
questions, or problems expediently.

Maintain a professional image at all times by:
Following safety policies and procedures.
Abiding by ALL standards of performance and code of ethics.
Maintaining a courteous demeanor with all customers and associates.

REQUIRED KNOWLEDGE, SKILLS, and ABILITIES:
Minimum 2 years of experience in customer service experience.
Geographical knowledge of service area and/or map reading skills.
Advanced communication and customer service skills.
Experience in using Microsoft Word and Excel. Experience with Service Titan.
Ability to pass a background check and drug screen.

• Experience working at an HVAC, Plumbing or Electrical trades company is a plus
• Must have high speed internet, computer and two monitors
• Must have a quiet working space for remote office

EDUCATIONAL/CERTIFICATION



REQUIREMENTS:
GED or High School Diploma.

ENVIRONMENTAL CONDITIONS:
General office environment.
PHYSICAL

REQUIREMENTS:
Ability to operate a personal computer and related equipment.
Ability to sit for long prolonged periods of time
Must have sufficient auditory functioning and visual acuity to operate computer‐aided call management
hardware, software and communications equipment.
Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations.
Must be able to work extended hours, nights or weekends.
Work assignments may be performed with or without reasonable accommodation to a known disability.

Company Description It is the One Hour Heating & Air Conditioning difference that keeps you, our customer, happy and satisfied and it's why we're regarded as one of the best HVAC companies in the country.

We pride ourselves with our on-time guarantee, highly skilled professionals, clean and friendly HVAC technicians, and StraightForward Pricing.

You are our number one priority and we are determined to provide an experience that exceeds your expectations and solves your HVAC service needs.

Experience the One Hour Heating & Air Conditioning difference in your area today SERVICE ON TIME OR YOU DO NOT PAY A DIME.

Company Description

It is the One Hour Heating & Air Conditioning difference that keeps you, our customer, happy and satisfied and it's why we're regarded as one of the best HVAC companies in the country.

We pride ourselves with our on-time guarantee, highly skilled professionals, clean and friendly HVAC technicians, and StraightForward Pricing.

You are our number one priority and we are determined to provide an experience that exceeds your expectations and solves your HVAC service needs.

Experience the One Hour Heating & Air Conditioning difference in your area today SERVICE ON TIME OR YOU DO NOT PAY A DIME.

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